BSB Blast February 2017

BSB Building Front

2017 is here and it comes with the hope of the opportunity for great growth and change. As part of our own expansion and growth, we are excited to launch our monthly BSB Blast Newsletter, which is specifically designed to help keep you informed on our latest news and technology.

You are receiving this email because you are a valued BSB customer. We have signed you up for our newsletter in the hopes that you will find great value in its content and that it will aid you in your own goals to grow and thrive. If you ever find that what we offer is not for you, simply click 'unsubscribe' at the bottom of any email.

We want this newsletter to be valuable and informative to you, so please share your feedback and suggestions to help us improve. Please send to We hope that you will enjoy hearing from us monthly!

Pure Michigan Governor's Conference

Pure Michigan Governor's Conference

Come see BSB at booth 36 at the Pure Michigan Governor's Conference March 19-21. The Pure Michigan Governor's Conference is Michigan's only all-industry educational and networking event for hospitality and tourism leaders. Each year, the Michigan Lodging & Tourism Association and Travel Michigan bring hundreds of tourism industry decision-makers from across the state to learn, network and explore new opportunities.


BSB's Newest Team Member

Kevin, Sales Team Account Executive

Meet our newest BSB Sales team member!

Kevin Pough has joined our Sales Team as an Account Executive. Kevin has worked in Wireless, Cloud, Unified Communications, Telecommunications and Managed Services at several leading technology companies. He brings a wealth of knowledge as he has had well over 20 years of B2B experience.

Throughout his career, Kevin has received awards for Partner Recognition, Team Excellence and President's Club by helping his customers achieve positive business outcomes.

Kevin holds a Bachelor's degree from Wayne State University in Communications and an MBA from Lawrence Technological University in Michigan. He lives in the Metro area with his wife and two children. In his free time, Kevin likes to grill, travel and enjoy sports. He is an active member with Greater Grace Temple Church where he serves with the Ministry of Information Technology.

The Next Generation of Seamless Communications is Here

MiVoice 6900 Series IP Phone

Simplify your life with industry-leading mobile integration that automatically pairs your smartphone as soon as it's in range. No more juggling multiple devices or getting distracted by your mobile – just true, unhindered productivity.

With crisp, color displays and crystal clear audio quality, the MiVoice 6900 IP Phone series enhances your smartphone's capabilities. Simple. Seamless. That's the power of mobile integration.

The MiVoice 6900 series is a family of powerful 'Mobile First' IP phones offering advanced integration with mobile phone calls and applications. Mitel's MobileLink capability enables the user's mobile phone to pair directly with the 6900's Bluetooth interface to deliver access to mobile phone features from the desk phone allowing both cellphone and IP calls to be managed from a single device. MobileLink allows mobile phone users to leverage the exceptional HD audio and comfortable ergonomics of the 6900 series phones for both IP and cellphone calls. The 6900 phones deliver crystal clear audio through a unique corded or cordless voice optimized handset and high performance hands-free speakerphone. Unparalleled flexibility is achieved through a broad array of add-on user installable accessories that enable the phones to be tailored to specific user needs. The 6900 family provides the flexibility and capability needed to meet the demanding needs of today's users.

A Word From BSB's Telcom Ambassador

Telecom Ambassador

A new generation is coming into the marketplace: Generation Z. This is a generation who grew up with the Internet, computers, smart phones and social media. They are pro collaborators and value informal, instant, and digital communication. According to Pew research, over 85% own mobile phones and over 50% use chat/messaging on a regular basis. Instant communication is a standard for Generation Z; phone calls are not.

Businesses must adapt to this new type of customer. From a customer service perspective, call centers need to become contact centers, providing real time responses. Below are several actions to consider as we embrace this new generation. By doing so you will increase productivity, improving reaction time and ultimately improving customer retention.

  1. Continually monitor social media. Numerous social media monitoring tools exist that will notify you when your business or organization is mentioned on social media.
  2. Use social media to react. Whether a compliment or complaint, a timely reaction shows you are interested in your customers and interested in a positive customer experience.
  3. Implement skills-based call routing (SBR). Instead of simply routing a call to the next available agent, SBR assigns incoming calls to the agent who is most suitable to handle a specific request, complaint, or inquiry.
  4. Be prepared to conduct sales via SMS. One statistic I read stated that 64% of smart phone users shop online. Since Generation Z is fond of text messaging, conducting sales and answering inquiries through SMS will be necessary.
  5. Offer several contact center options. Phone (with a request a call back option), email, chat, and SMS capability will help to improve your overall customer service.

Software Assurance Corner

As a valued BSB Customer, we highly recommend that you be enrolled in Mitel Software Assurance.


Companies want to continually enhance the performance of their business and increase user productivity.

This means implementing the latest software versions to take advantage of new functionality. Companies expect their mission-critical business applications to function as intended and perform to their operational requirements. Reduce risk and ensure operational excellence through access to software updates, and highly-skilled technical resources when they are needed.

Mitel Software Assurance and Support is a vital part of ensuring the ongoing health and maximizing the business value of a Mitel Unified Communications investment.

Mitel Software Assurance and Support is a subscription service on Mitel software products that entitles access to:

  • Software updates for patches and fixes.
  • New software releases for enhanced functionality.
  • Mitel Technical Support resources, exclusively for Mitel-certified Technicians, which includes call-in, web ticket, and Mitel Knowledge Base support.

Standard Software Assurance and Support is Mitel's core software support offering, as above, which includes access to call-in technical support services during normal business hours (8x5).

Is your Mitel system running on the latest version of the software?

  • MiVoice Office (Formerly Mitel 5000) is currently version 6.2.service pack 1
  • MiVoice Business (Formerly 3300 or MCD) is currently version 8.0 pr3

Do you know what version you're running? Are you enrolled in Software Assurance?

Get more information »


BSB's Business Buzz

I want to take this opportunity to thank you so very much for your rapid response to PACE Southeast Michigan's problem that occurred today with our on-call service. Your listening to the issue, fixing the problem, and your constant follow up with me on the phone helped prevent several emergency room visits for our patients.

Thanks again.

Sandra White
Director of Operations-East
PACE Southeast Michigan

I just wanted to write you and let you know how much I appreciate Ron working with us. He always goes above and beyond for me and our GHS staff. Every time I've had to deal with a phone emergency he's stepped up and quickly helped me out. Any other time I've had to work with him he is always in a great mood and is great to work with.

Thank you!

Gregory Nolkemper
Network Engineer
Genesee Health System

BSB Communications Focused • Expertise • Results

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